The challenge
Medux, a leading Dutch healthcare organization for people with mobility disabilities, faced a challenge. Their customer base consists largely of elderly individuals who prefer calling over online booking. With a growing number of clients, scaling customer service without exploding costs became increasingly difficult.
A chatbot wasn’t an option: many customers aren’t comfortable with digital interfaces. Medux needed a solution that respects human contact while staying scalable and cost-efficient.
The opportunities
- Scale without costs: Handle high call volumes efficiently
- Employee wellbeing: Remove repetitive tasks to prevent burnout
- 24/7 availability: Enable service outside office hours
The solution
We developed a voice-to-voice AI solution that can conduct natural phone conversations. The system sounds human, understands context, and can independently schedule appointments, answer questions, and process forms.
Natural conversations
AI that sounds human and understands context. Customers often don’t realize they’re talking to a system.
Multilingual
Support for multiple languages, eliminating language barriers.
Smart handoffs
Complex or urgent questions are automatically transferred to human agents.
Complete logging
Every conversation is transcribed for compliance and quality control.
The results
The AI now handles about 4,000 calls monthly. Customers appreciate shorter wait times and the fact they can be helped outside office hours. Employees now focus on complex cases that need human attention.
About Medux
Medux is a leading Dutch healthcare innovation company specializing in medical aids and healthcare technology. As a trusted partner to healthcare institutions and individuals, they make healthcare more accessible and affordable across the Netherlands.
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